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  • 1.  Calls offered also out of openinghours

    Posted 02-27-2020 04:56
    No replies, thread closed.
    Hello,

    In the WFM part of (pure)Cloud calls appearing which are not offered to the contactcenter agents, because openinghours are closed at that time. How is it possible that we see offered calls out of openinghours?

    Thanks in forward for the respons.

    Kind regards, Anouk
    #Workforce Management

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    Anouk van Gaalen
    KPN B.V.
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  • 2.  RE: Calls offered also out of openinghours

    Posted 02-27-2020 15:36
    No replies, thread closed.

    Hi Anouk,

    Interactions appear in the forecast if they are offered to a queue.  SO when you see interactions during closed hours it is most often emails or webforms that come in when the center is closed but that media type is still open (filter down on media type on the menu on the left hand side of the screen to see if it is emails).  If that is not the case then you either have an open route to the queue or an open transfer to that queue.  That would be buried somewhere in the routing.

    Let us know what you find!

    Thanks,

    Dan
     



    ------------------------------
    Daniel Rickwalder
    Genesys
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    Original Message


  • 3.  RE: Calls offered also out of openinghours

    Posted 02-28-2020 05:24
    No replies, thread closed.
    Hi Dan,

    Already thanks for your response. However, problem not solved yet... :).
    The filter on the left hand side (filtering e-mail or voice) does not work. When I use the filter the forecast is '0' (no interactions), as wel as I filter on voice. It seems that this button doesn't work. However, when I filter the voice queues in the queues -  there are still a lot of incoming calls outside of the openinghours.  Can you please define 'an open route to the queue'? At this moment people can call outside of openinghours, but then a prompt will tell them that the organisation is closed. 

    Two questions:
    1. How do i get the button, to filter e-mail and voice interacions in forecasting, working?
    2. Please define 'open route to the queue'

    Thanks,
    Anouk

    ------------------------------
    Anouk van Gaalen
    KPN B.V.
    ------------------------------

    Original Message


  • 4.  RE: Calls offered also out of openinghours

    Posted 02-28-2020 09:36
    No replies, thread closed.
    ahhh I see now!  

    It sounds like you have created voice queues and email queues instead of using the media type.  So you have "Voice Queue for interaction type A" and "Email Queue for interaction type A".  (For simplicity I'll call them "Voice Queue A" and "Email Queue A".)   So I would expect that if you if I filter down to Voice Queue A then filter down to email interactions you would not see any interactions  (because you don't route emails to that queue). LIkewise,   when you filter to Email Queue A and then filter on voice you should not see any interactions because you don't  route any voice calls to that queue.  In other words, the filter works and you have demonstrated that your routing is not accidentally sending voice calls to your email queue or emails to your voice queues.  so that is good news!

    So based on that, it sounds like you are somehow routing voice calls to closed queues after hours.  An "open route to the queue" is any routing path that can inadvertently place a call in queue.  Commonly they are caused by "opt out of voice mail" forgotten scripts, or transfers that miss a check.  HOwever, I am not a telecom guy, and there are many reasons this can happen.  If I were you I would do 2 things. 1. engage your telecom team (or our Care department if you don't have one) and 2. look at the  interaction details by clicking on performance>> Queues>>>select the queue that has the overnight interactions>>interactions>>review the individual interactions.  This may provide clues as to why the interaction routed or where it came from.

    Hope that helps!

    Dan

    ------------------------------
    Daniel Rickwalder
    Genesys
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    Original Message


  • 5.  RE: Calls offered also out of openinghours

    Posted 02-28-2020 09:34
    No replies, thread closed.
    Does your call flow check for "agents logged in" after the scheduled hours? If so that could be causing some calls to be routed into the work groups outside business hours. In addition, if you use multi media, you could be seeing this as well. For instance, our chat program does have some config issues on our end that it is possible a webchat can enter into a genesys workgroup after hours. This leads to my forecasting adding this in. E-mail interactions do the same as well. 

    While I am forecasting, honestly I do not zero those interactions out. I know that it will impact my FTE variance for multi media. However, with call interactions I do this 100% of the time, calls are the main priority. I am on Pureconnect and using Optimizer with the 2018 R2 versioin.

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    Alexandria Smith
    Allied Solutions, LLC
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    Original Message


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